Service Delivery Manager - IBM Planning Analytics (TM1)

Company Overview

Company information is not provided.

Job Summary

The Service Delivery Manager will be responsible for end-to-end management of Production support across the L1, L2, and L3 support layers for IBM Planning Analytics (TM1) based projects. This role focuses on ensuring that service delivery aligns with the organization’s overall goals and objectives, leading initiatives for service improvement, and maintaining high customer satisfaction.

Responsibilities

• Develop and implement a strategic roadmap for service delivery, focusing on service quality, efficiency, and effectiveness.
• Independently manage production support-related presales activities, including solutioning, RFP responses, and estimations.
• Lead and grow a competent support organization team through effective hiring, training, goal setting, coaching, and performance evaluations.
• Ensure compliance with regulatory requirements and internal policies related to service delivery, and manage risks associated with customer satisfaction and data security.
• Manage SLAs against customer contracts within a 24x7 support model and resolve P1 issues through efficient escalation management.
• Collaborate with finance teams to manage the financial aspects of service delivery, including budget planning and cost optimization.

Qualifications

• Education: Bachelor's degree in a related field; advanced degrees (e.g., MBA) preferred.
• Experience: 10+ years of IT experience with at least 2 years in a Service Delivery Manager role, specifically with IBM TM1.
• Technical Skills: Strong knowledge of financial planning processes, revenue management principles, sales finance forecasting, and FP&A.
• Service Management Skills: Experience in Service Management, Incident Management, Problem Management, and Change Management.
• Leadership Skills: Ability to lead and mentor team members effectively, manage both physical and virtual teams.
• Communication Skills: Excellent verbal and written communication skills for engaging both technical and non-technical stakeholders.

Preferred Skills

• Proficiency in Agile delivery principles and resource planning.
• Strong influence and negotiation skills for collaboration with internal teams, customers, and vendors.
• Familiarity with SLA Management, incident/response tools, and Release Management.
• Good understanding of DevOps tools/practices, monitoring tools, and automation suites.
• Knowledge of Data Engineering programs and analytics concepts related to on-prem/cloud-based ETL & BI programs.

Experience

• Minimum of 10 years in IT, with relevant Service Delivery Management experience focused on IBM TM1.
• Proven experience in managing production environments and service delivery processes.

Environment

Work setting, location, and any specific physical or environmental conditions are not provided.

Salary

Salary information is not provided.

Growth Opportunities

Opportunities for career advancement within the company are not provided.

Benefits

Details on offered benefits are not provided.